Customer relationship management for customer service requests

ABSTRACT

Information is shared between an agent and a user. Information for a communications service is provided to the user. Information for a related service that relates to the communications service is retrieved. The related service is described to the user. The related service is activated for the user when the agent confirms that the related service has been described to the user.

RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.11/532,474, filed Sep. 15, 2006, which is a continuation of U.S. patentapplication Ser. No. 10/365,922, filed Feb. 13, 2003, now U.S. Pat. No.7,110,522, issued on Sep. 19, 2006, the disclosures of which areexpressly incorporated herein by reference in their entireties.

BACKGROUND

In recent years, a number of new telephone service features have beenprovided by an Advanced Intelligent Network (AIN). The AIN evolved outof a need to increase the capabilities of the telephone networkarchitecture in order to meet the growing needs of telephone customersor users. The AIN architecture generally comprises two networks, a datamessaging network and a circuit-switched, trunked communicationsnetwork. The trunked communications network handles voice and datacommunications between dispersed network locations, whereas the datamessaging network is provided for controlling operations of the trunkedcommunications network.

A privacy screening service is a service that enables a subscriber toscreen incoming calls. The privacy screening service providesinformation to the called party (in this case, the subscriber to theprivacy screening service) that allows the subscriber to make aninformed decision as to whether or not to answer a call. For example, asubscriber may (and typically does) use the privacy screening service toblock all unidentified calls from going through Private telephonenumbers are telephone numbers that block services such as “caller ID”that would otherwise identify the caller to the called party. Intelephone systems that offer private numbers and a privacy screeningservice to its customers, a call from a private number to a subscriberwith the privacy screening service cannot be completed automatically,unless the caller authorizes the system to override the privacy of hisnumber. When subscribing the to the many privacy services, participatingcustomers are often not aware (and more importantly not made aware bythe telecommunications service provider) of related and/or complimentaryservices to one or more of the sought after services. For example, atelecommunications service provider, in some instances, will offercomplimentary services in an unbundled manner such that a “private”number and caller identification blocking are separate and distinctservices. However, a subscribing customer who requests a private numberis often under the impression that they also are provided with thecaller identification blocking service, when in reality they arerequired by the exemplary telecommunications services provider tosubscribe to the separate and distinct services. As such, there exists avery likely possibility that a customer wanting both a “private” numberand caller identification blocking will only receive a “private” number.

Currently, telecommunication service providers employ customer care andbilling computing applications to assist them in customer relationshipmanagement. These applications, inter alia, manage and communicatecustomer data, operations data, and service option data among thevarious participating entities of a telecommunications services company.Customer service representatives employ such applications wheninteracting with customers to obtain and input required data to activaterequested services, update customer information, track service requests,or other telecommunication services operations.

However, currently used customer care and billing computing applications(e.g. customer relationship management (CRM) protocol) do not promptcustomer services representatives to offer information to requestingcustomers of related services. Moreover, currently employed (CRM)protocols are not designed or operate such that the customer servicerepresentative cannot proceed within the customer care and billingsystem unless relevant and/or complimentary services to a requestedservice are offered to the customer. Stated differently, currentlyemployed CRM protocols do not force customer service representatives toprovide information to customers seeking a particular service aboutrelevant and/or complimentary services.

From the foregoing it is appreciated that there exits a need for systemand methods that provide a customer relationship management (CRM)protocol that ensures that telecommunications service providers engagein significant knowledge sharing when subscribing customers to a privatenumber service such that complimentary and/or related services arediscussed and waived by subscribing customers. The system and methodsdescribed herein overcome the shortcomings of the prior art.

SUMMARY OF THE INVENTION

A system and methods for enhanced customer relationship management fortelecommunication service providers ensuring customers seeking privatenumbers are made aware of related services such that the customer canmake purchasing decisions from position of knowledge. In an illustrativeimplementation, a customer care and billing computing application isprovided having a customer relationship management protocol directed toproviding information for services related to “private” number servicerequests. In operation, a customer service representative employing oneor more portions of the exemplary customer care and billing systeminteracts with interested customers seeking to obtain a “private”telephone number. As part of establishing the “private” number service,the participating customer service representative is prompted by one ormore portions of the exemplary customer care and billing computingapplication to engage a customer relationship management (CRM) protocoldirected to providing the customer information about complimentaryservices to the “private” number service (e.g. caller identificationblocking service “per line” block service). The CRM protocol maycomprise any aural and/or visual description of related and/orcomplimentary services, and/or the electronic communication of relatedand/or complimentary services. Moreover, in operation, the customerservice representative must engage in the customer relationshipmanagement protocol before a new “private” number service is activated.

BRIEF DESCRIPTION OF THE DRAWINGS

The foregoing summary, as well as the following detailed description ofpreferred embodiments of the present invention, will be betterunderstood when read in conjunction with the appended drawings. For thepurpose of illustrating the invention, there are shown in the drawingsthe herein described systems and methods. As should be understood,however, the invention is not limited to the precise arrangements andinstrumentalities shown. In the drawings:

FIG. 1 illustrates, in a general block diagram form, an AdvancedIntelligent Network (AIN) based system for implementing intelligentnetwork management features, such as those which may be employed inconnection with the present invention;

FIG. 2 is a block diagram of the interaction between exemplarycomponents of a telecommunications services operation; and

FIG. 3 is a flowchart of an exemplary process when performing thecustomer relationship management (CRM) protocol in accordance with theherein described system and methods.

DETAILED DESCRIPTION OF AN ILLUSTRATIVE IMPLEMENTATION CustomerRelationship Management (CRM) Overview:

Customer relationship management (CRM) is a business strategy to selectand manage the most valuable customer relationships. Generally, CRMrequires a customer-centric business philosophy and culture to supporteffective marketing, sales, and service processes. CRM entails thecreation, development, and implementation of various protocols that aredesigned to optimize and foster the customer relationship between thevendor and the customer. These protocols, inter alia, describe the stepsto be performed when interacting with customers to ensure stayingcustomer satisfaction.

CRM solutions generally comprise at least one computing component thattakes the form of a computing application. This computing application,in some instances, comprise one or more portions of an enterprise'sinformation technology deployment. In such cases, the CRM protocols areintegrated within a customer service computing application. Customerservice representatives employ these customer service computingapplications as part of customer service activities. In operation,intended CRM protocols are leveraged to customers through the customerservice representatives following prompts from customer servicecomputing applications. For example, an enterprise may design, deploy,and implement a CRM protocol that gathers customer demographicinformation about subscribing customers in an effort to determinecustomer affinities. Such CRM protocol may be deployed as a part of acustomer service computing application employed by customer servicerepresentatives. When interacting with customers, customer servicerepresentatives are prompted by the customer service computingapplication to the required customer service demographic information toproperly execute the CRM protocol.

In this context, the systems and methods described herein aim toameliorate the shortcomings of existing practices by providing a CRMprotocol for integration within a telecommunications services providercustomer care and billing computing application that prompt customerservice operators to engage in relevant knowledge sharing forcomplimentary and/or relevant services when subscribing customers to a“private” number service. Specifically, the CRM protocol of the systemsand methods described herein ensure that telecommunications serviceproviders disclose unbundled related and/or complimentary services tothe “private” number service such as caller identification numberblocking (e.g. per-line blocking service).

Advanced Intelligent Network (AIN) System

Referring now to the figures, a preferred embodiment of the system andmethod of the present invention will be described. Basic telephonyconcepts and terminology are used throughout the description as would beunderstood by one of skill in the art.

Referring now to FIG. 1, there is shown an exemplary telecommunicationnetwork. This exemplary environment is the public switchedtelecommunications network (PSTN). A portion of the PSTN is illustratedin FIG. 1 and is generally described below.

According to an aspect of the present invention, a system and method forcaller detection of privacy screening may be implemented for an AIN orAIN-type network using a computer telephony system. The AdvancedIntelligent Network system is described in U.S. Pat. No. 5,701,301 andU.S. Pat. No. 5,838,774, which are hereby incorporated by reference.

In particular, an AIN network with advanced intelligent networkcapabilities may be utilized to implement the various features andaspects of the invention. It should be noted, however, that theimplementation of the present invention is not limited to AIN-basednetworks and other advanced or intelligent networks and arrangements maybe used to implement the invention.

Referring now to the accompanying drawings, FIG. 1 illustrates asimplified AIN-based network arrangement incorporating the variousfeatures of the invention, as further described below. The AIN includesa variety of interconnected network elements. A group of such networkelements includes a plurality of central offices (COs) 103, 104, 108capable of generating AIN queries. Central Offices are also calledservice switching points (SSPs). A central office or SSP is a switch andthe terms are used interchangeably herein. SSPs 103, 104 and 108 maycomprise, for example DMS100, SESS or EWSD switches. These switches maybe manufactured by, for example, Lucent Technologies, Inc., NortelNetworks or Siemens, respectively.

As further illustrated in FIG. 1, SSPs 103, 104 and 108 have a pluralityof subscriber lines 102 a and 102 c connected thereto. Each SSP serves adesignated group of subscriber lines, and thus, the SSP 103, 104 or 108that serves a particular line may be referred to as its serving switch.Each line is connected typically to a piece of terminating equipmentincluding a plurality of telephones designated, e.g., as 101 and 105.Although telephones are illustrated as the pieces of terminatingequipment in FIG. 1, those skilled in the art will understand that suchpieces include other telecommunications devices such as facsimilemachines, computers, modems, etc.

Records of calls are maintained so that telephone users can be billedfor the calls made. For example, calls made from one state to anotherstate are typically billed at a long distance rate. Calls made from onemessage unit to another message unit are typically billed at a localtoll call rate. Calls using special services such as return call (e.g.,a telephone customer can dial “*69” to call the number of the lastperson to call the customer) are typically billed at a specified amountper use or a fixed rate per month. Information on the billing recordtypically includes the calling party (typically the party who will bebilled for the call), the called party number (which determines the rateat which the call will be billed) and the service, if any, used to makethe call. SSPs 103, 104 and 108 typically are associated with thetransmission of billing records to a billing system 120. Informationconcerning the calling telephone directory number, the called telephonedirectory number and the type of service utilized in the call istypically included in the billing record sent by an SSP 103, 104 and 108to billing system 120.

In the embodiment of FIG. 1, the system includes a first telephonestation which for illustrative purposes will be referred to as telephonestation 101 and a second telephone station 105. SSPs 103, 104 and 108are interconnected by a plurality of trunk circuits 102 b and 102 d.These are the voice path trunks that interconnect the SSPs to connectcommunications. The term “communication” or “call” is used herein toinclude all messages that may be exchanged between caller and calledparty in the network illustrated in FIG. 1. Trunks 102 b and 102 d maybe either a SS7 controlled or multi-frequency trunk (MF) and the type oftrunk will be in accordance with both the sending and receiving SSP towhich it is connected.

In the example shown in FIG. 1, each switch may include different typesof facilities and/or triggers. SSPs 103, 104 and 108 are eachprogrammable switches which may perform the following functions:recognize AIN-type calls, launch queries to service control point (SCP)107, and receive commands and data from, for example, SCP 107 to furtherprocess and route AIN-type calls. When one of SSPs 103, 104 and 108 istriggered by an AIN-type call, the triggered SSP 103, 104 and 108formulates and sends an AIN query. Based on the reply from the AIN typecall, SSP 103, 104, and 108 responds to call processing instructionsfrom the network element in which the AIN service logic resides.According to an aspect of the invention, the AIN service logic mayreside at SCP 107.

Each of SSPs 103, 104 and 108 is connected to a signal transfer point(STP) 106 via respective data links 110 a, 110 b and 110 c. In order tofacilitate signaling and data messaging, each SSP 103, 104, and 108 maybe equipped with Common Channel Signaling (CCS) capabilities, e.g., SS7,which provides two-way communications of data messages over CCS links110 a, 110 b and 110 c between components of the AIN network. In oneembodiment, these data links employ a signaling protocol referred to asSignaling System 7 (SS7), which is well-known to those skilled in theart, although it should be understood that any other suitable protocolcould be employed without departing from the spirit and scope of theinvention.

The data messages may be formatted in accordance with the TransactionCapabilities Applications Part (TCAP). Alternatively, Integrated ServiceDigital Network (ISDN), Users Part (ISUP) may be used for signalingpurposes between, for example, SSPs 103, 104 and 108. In such a case,SSPs 103, 104 and 108 may be equipped with the capability to mapappropriate data between TCAP and ISUP protocols, and vice versa. Thetelephone network essentially employs an upper-level software controllednetwork through the STP 106 and SCPs 103, 104 and 108.

AIN SSPs 103, 104 and 108 may allow normal switch processing to besuspended at specific points in a call so that the switch may send anAIN message query via STP 106 to SCP 107. STP 106 is a signaling hubthat routes packets of data over the common channel signaling network.Common channeling signaling are data communications networks laid overthe system's switching network that carry data and control messages toand from and among the SSPs, STPs, and SCPs in the network. SignalingSystem 7 (SS7) is the protocol that runs over common channel signalingnetworks. A common channel signaling network using the Signaling System7 protocol is often referred to as an SS7 network. The SS7 networkcarries data and control messages to the SSPs in the telephone network.

A set of triggers may be defined at SSPs 103, 104 and 108. A trigger inthe AIN is an event associated with a particular call that initiates aquery to be sent to SCP 107. The trigger may cause SCP 107 to accessprocessing instructions with respect to the particular call. The resultsof processing at SCP 107, which may include database inquiries, are sentback to SSP 103, 104 or 108 through STP 106. The return packet mayinclude instructions to SSP 103, 104 or 108 as to how to process thecall. The instructions may be to take some special action as a result ofa customized calling service, enhanced feature, or subscriber service.In response, SSP 103, 104 and 108 may move through its call states, andgenerate further packets that are used to set up and route calls.Similar devices for routing calls among various local exchange carriersare provided by regional STPs and regional SCPs.

An example of such a trigger is an off-hook delay trigger (OHDT), whichcauses a query to be sent to SCP 107 when a call is made from aparticular calling line. Other triggers include a termination attempttrigger (TAT), which causes a query to be sent to SCP 107 whenever anattempt is made to complete a call and a Public Office Dialing Plan(PODP) trigger, although other suitable triggers may be used.

SCP 107 may execute software based service logic and returncall-processing instructions to the triggering AIN SSP. New services maybe provisioned by assigning AIN SSP triggers to customer lines, trunks,and/or North American Numbering Plan (NANP) telephone numbers.

Much of the intelligence of the AIN resides in an SCP 107 that isconnected to STP 106 over an SS7 or other suitable data link 110 d. SCPsare powerful fault-tolerant computers, e.g., AT&T Star Server FT Model3200 or AT&T Star Server FT Model 3300 computers (these and more currentcomputers such as the Advantage P200 and Advantage 4P200 models arepresently available from Lucent Technologies). SCPs are “intelligencecenters” with access to applications databases that enable the networkto deliver advanced services such as caller ID, privacy screening, callforwarding and caller detection of privacy screening.

Among the functions performed by SCP 107 is the hosting of networkdatabases that may be stored in database object 107 a. Database object107 a is shown as a database communicatively coupled to SCP 107,although data storage object 107 a may be embodied as a component withinSCP 107, such as an internally-mounted hard disk device. The databasesstored in data storage object 107 a may be used in providingtelecommunications services to a customer.

The SCPs also execute service package applications (SPAs) that deliverthe advanced services. Typically, SCP 107 is also the repository of SPAsthat are used in the application of telecommunications services,enhanced features, or subscriber services to calling lines.Additionally, SPAs may use databases for providing telecommunicationservices.

The system of FIG. 1 may also include a services circuit node (SCN) 109,which may also be referred to herein as services node (SN) 109. SNs arephysically generally similar to SCPs, but include voice and Dual ToneMulti-Frequency (DTMF) signal recognition circuits, voice synthesizers,and voice recognition and digit collection capabilities. The operatorsof the telephone network can program their SNs. to manage data, torespond to calls and to route calls as specified by the telephonenetwork and to collect digits from a caller or subscriber. The SN'svoice circuits can also be programmed to provide a voice response (e.g.to play pre-selected announcements) to callers and to perform voicerecognition. SNs can also be programmed to respond to input from thecallers by, e.g., further routing the call.

Thus SN 109 is a programmable interactive data system that can act as aswitch to transfer calls SN 109 may provide interactive help, collectvoice information from participants in a call, provide notificationfunctions and/or store subscriber data. SN 109 may be a LucentTechnologies Star Server FT Model 3200 or Model 3300 although otherunits may be employed without departing from the scope of the invention.SN 109 may include a data assembly interface. In addition, SN 109 mayrequest SCP 107 to retrieve information from database 107 a containinginformation concerning calling party 101, may receive information fromSCP 107, may make outgoing calls to called party telephone station 105,may convert alphanumerical textual data to speech, may announceconverted information retrieved from SCP 107 to called party telephonestation 105 and/or may connect telephone station 101 to called partytelephone station 105.

Communications link 111 between SSP 108 and SN 109 may be a primary rateinterface (PRI) or basic rate interface (BRI) line or any other suitabletelephone line. PRI and BRI lines are circuit-switched ISDN lines. SN109 may be communicatively coupled to a network 170 via a data link 110e using an X25, TCP/IP or SS7 protocol or any other suitable protocol.

Accordingly, connections by links 110 a, 110 b, 110 c, 110 d and 110 eare for signaling purposes and allow SSPs 103, 104 and 108 to send andreceive messages to and from SCP 107 and SN 109. For purposes ofillustration, various features of the present invention will now bedescribed from the standpoint of a switch implementing AIN protocols,provisioned with OHDT (off-hook delay trigger), TAT (termination attempttrigger), or PODP (public office dialing plan) triggers. However, aswill be apparent to those of ordinary skill in the art based on thedisclosure provided herein, the present invention is not limited toimplementation through these particular triggers and protocols and maybe designed and provisioned with a network utilizing other triggers andprotocols. For example, SSP 103, 104 and 108 may represent a TCP/IPtelecommunications switching network gateway. One skilled in the artwill further recognize that the above-described network is a simplifiednetwork meant for explanatory purposes. It is likely that a telephonenetwork may comprise numerous user stations, SSPs, STPs, SCPs, and SNsalong with other telephone network elements.

Referring now to FIG. 2, as shown, within a telecommunications serviceoperator's enterprise 200 exists, inter alia, a customer servicedepartment 220, an information technology infrastructure 230, andtelecommunications services equipment 260 for use to provide a varietyof telecommunications services to participating users (e.g. customers).In addition within the telecommunications service operator's enterprise200 exists at least one computing environment 240 executing one or morecustomer relationship management protocols 250. The computingenvironment 240 may be employed by the customer service department tofulfill customer (participating users 210) requests. In a particularimplementation, computing environment 240 comprises one or more computerservers operating a customer care and billing computing applicationhaving one or more portions dedicated to customer relationshipmanagement, and specifically CRM protocols that assist the customerservice department 200 to ensure proper and adequate knowledge andinformation sharing with customers as part of an overall andcomprehensive customer service operation.

In the implementation provided, participating users 210 cooperate withthe telecommunications services operator enterprise 200 to, inter alia,request information about and/or subscribe to desired telecommunicationsservices. The participating users 210 generally interact with thecustomer service department 220 of the telecommunications servicesoperator enterprise 200. Conventionally, the customer service department220 will employ a computing application having customer relationshipmanagement protocols (e.g. a customer care and billing computingapplication) operating in a computing environment. In the implementationprovided, customer service department 220 communicated with computingenvironment 240 over information technology infrastructure 230 whenassisting participating users 210 in providing information about and/orsubscribing them to telecommunications services.

Specifically, in accordance with the systems and methods describedherein, participating users 210 interact with the customer servicedepartment 220 to request a “private line” service. The customer servicedepartment 220 employs computing environment 240 executing CRM protocols250 to obtain the necessary information from the participating users 210to realize the “private line” telecommunications service. When obtainingthe requisite information, CRM protocols 250, through an mechanism,force the customer service department 220 to describe complimentaryand/or related services to the “private line” service to the requestingparticipating users 210. Such mechanism may be implemented as one ormore computing application interfaces (e.g. check box, pull down menu,etc.) of a cooperating customer care and billing computing applicationthat customer service representatives (not shown) must interact with toindicate that the customer service representative (not shown) hasengaged in the requisite level of knowledge sharing of complimentaryand/or related telecommunications services with the participating usersrequesting the “private number” service. The CRM protocol 250 canoperate such that the activation of the requested “private number” iscontingent upon the described customer service representative'sinteraction with customer care and billing system. Stated differently,in the event that there is no interaction with the computing applicationinterfaces by the customer service representatives (not shown), then therequested service (e.g. “private line” service) is not activated.

In the implementation provided, once the requisite information isobtained by the customer service representatives (not shown) accordingto the established CRM protocols 250, the desired service is activatedfor the participating users 210 who have requested the service throughan interaction between the customer service department 220, computingenvironment 240, and telecommunications services equipment 260, allcooperating over information technology infrastructure 230. It isappreciated that although the present systems and methods have beendescribed in context CRM protocols controlling the activation of a“private line” telecommunications service such that the “private line”service is not activated until there is adequate knowledge sharing oncomplimentary and/or related services to the “private line” service suchas “caller identification blocking”, that the inventive conceptsdescribed herein may be applied to any telecommunication serviceprovided by telecommunication service operators.

FIG. 3 shows a flow chart of the processing performed when executing theCRM protocols of the aforementioned systems and methods. As shown,processing begins at block 300 where participating users engage acustomer service department of a telecommunications services operator torequest a “private line” telecommunications service. From there,processing proceeds to block 310 where the customer service departmentdescribes the “private line” telecommunications service to therequesting participating users. In operation, the customer servicedepartment may employ a customer care and billing computing applicationthat guides the customer service department through the process ofobtaining the necessary information required to activate the requestedservice. At block 320, information bout relevant and/or complimentaryservices to the requested telecommunications service (e.g. “privatenumber” service) is retrieved and then described by the customer servicedepartment at block 330. A check is then performed at block 340 todetermine whether the customer acknowledged the knowledge sharing aboutthe relevant (related) and/or complimentary services (e.g. if a “privatenumber” service is requested then checking to see if the customer hasbeen told about the complimentary service of “caller identification”blocking). If the customer acknowledged the knowledge sharing,processing proceeds to block 350 where the requested service isestablished for the participating user. However, if the contrary istrue, processing reverts to block 330 and proceeds therefrom.

1. (canceled)
 2. A method of sharing information between an agent and auser, comprising: providing information for a communications service tothe user; retrieving information associated with a related service thatrelates to the communications service; describing the related service tothe user, and activating the communications service for the user whenthe agent confirms that the related service has been described to theuser.
 3. The method according to claim 2, further comprisingautomatically instructing the agent to describe the related service tothe user and prompting the agent to provide an indication that therelated service has been described to the user.
 4. The method accordingto claim 2, further comprising activating the related service for theuser.
 5. The method according to claim 2, wherein the describingcomprises providing an audio description to the user.
 6. The methodaccording to claim 2, wherein the describing comprises providing avisual description to the user.
 7. The method according to claim 2,wherein the describing comprises providing an audio-visual descriptionto the user.
 8. The method according to claim 2, wherein the describingcomprises converting text to speech.
 9. The method according to claim 2,further comprising checking whether the user acknowledged receipt of thedescription of the related service.
 10. The method according to claim 9,further comprising re-describing the related service to the user whenthe user has not acknowledged receipt of the description of the relatedservice.
 11. The method according to claim 9, further comprisingre-describing the related service to the user until the useracknowledges receipt of the description of the related service.
 12. Acomputer readable medium storing a computer program that sharesinformation between an agent and a user, comprising: a providing codesegment that provides information for a communications service to theuser; a retrieving code segment that retrieves information associatedwith a related service that relates to the communications service; adescribing code segment that describes the related service to the user,and an activating code segment that activates the communications servicefor the user when the agent confirms that the related service has beendescribed to the user.
 13. The computer readable medium according toclaim 12, further comprising an instructing code segment thatautomatically instructs the agent to describe the related service to theuser and prompts the agent to provide an indication that the relatedservice has been described to the user.
 14. The computer readable mediumaccording to claim 12, further comprising a second activating codesegment that activates the related service for the user.
 15. Thecomputer readable medium according to claim 12, further comprising achecking code segment that checks whether the user acknowledged receiptof the description of the related service.
 16. The computer readablemedium according to claim 12, further comprising a second describingcode segment that re-describes the related service to the user when theuser has not acknowledged receipt of the description of the relatedservice.
 17. The computer readable medium according to claim 12, furthercomprising a second describing code segment that re-describes therelated service to the user until the user acknowledges receipt of thedescription of the related service.
 18. The computer readable mediumaccording to claim 12, wherein the describing comprises providing anaudio-visual description to the user.
 19. A system for sharinginformation between an agent and a user, comprising: at least oneprocessor configured to provide information for a communications serviceto the user, retrieve information associated with a related service tothe user that relates to the communications service, automaticallyinstruct the agent to describe the related service to the user, andactivate the communications service for the user when the agent confirmsthat the related service has been described to the user.
 20. The systemaccording to claim 19, the system further comprising an interfaceconfigured to prompt the agent for an indication that the relatedservice has been described to the user.
 21. The system according toclaim 19, wherein the communications service is not activated if theagent does not confirm that the related service has been described tothe user.